Advanced Technical Support Print Solutions

**Job Summary**
- Frequently contributes to the development of new ideas and methods.
- Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
- Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
- Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.
- Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
- Contribute through trainings to upskill peers or stakeholders.

**Responsibilities**
- Successfully resolve technical issues from incoming internal or external businesses and end user's contacts and proactive notification systems.
- Respond to service, product, technical, and customer
- critical).
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
- Ability to articulate clearly, recommend and explain resolutions /clients. Understand and utilize ITIL.
- Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Partners actively with the Sales Pursuit team.
- Collaborate and coordinate with Business and technical stakeholders both external and internal.
- Identify potential risk to business or executive escalations

**Education & Experience Recommended**
- First Level University degree Engineering or Technical. Typically 3-4 year completion beyond High School level or equivalent experience.
- 5-7 years experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.
- Communication protocols (SNMP, web services, and networking technologies).
- Network protocols (TCP/IP, DNS, DHCP, SNMP, etc.) and networking tools (Wireshark, MIB tools )
- Knowledge of configuring cloud infrastructure, good understanding of cloud related issues and troubleshooting.
- Microsoft Internet Information Services (IIS) - general MS IIS web hosting
- Cluster / Network Load Balancer (NLB) usage for high-availability configurations
- Security concepts and protocols: Authentication / Encryption technics / HTTPS/SSL/TLS / 802.1x / Certificates / IPsec
- Wireless networking
- Networking topology
- Windows Server O/S knowledge / Windows updates

**Preferred Certifications**
- SQL database experience
- Cloud knowledge (Azure, AWS, GCP)
- Programming/scripting familiarity
- Printing firmware, fleet management software.
- Active Directory knowledge
- MacOS knowledge
- Linux knowledge
- General knowledge of proximity readers and proximity cards formats - used for device authentication.
- Services understanding
- Process and Performance Monitoring
- Basic printer hardware knowledge

**Knowledge & Skills**
- Excellent verbal and written communication skills in language to be supported.
- Advanced troubleshooting skills in a technical environment.
- Excellent analytical and problem solving skills.
- Advanced Software and hardware knowledge of computing, storage and peripheral devices.
- Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
- Advanced proficiency with case management databases and tools. Superior customer service skills.
- Phone and remote support experience. E-support experience, knowledge and resolution ability.
- Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents.
- Ability train peers on solutions.
- Ability to take full ownership for resolution with escalated customers.
- Ability to lead technical action plans.
- Lead or provide expertise to teams or projects.
- Highly Developed knowledge of more complex solutions.

**Why HP Australia?**
- Australian Market Leader across PC & Print
- A wide and varied product portfolio to market
- Recognised globally as an Employer of Choice and certified as a Great Place to Work 2023
- Cultivates and encourages a diverse and inclusive culture with multiple Business Impact Groups
- Gold Level, Skilled Workplace Accreditation from Mental Health First Aid Australia
- Market Leading Mentoring Program
- Recognised and one of the world’s most sustainable companies
- Wellness Programs
- Flexible work environment
- Supportive team culture
- Also encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.

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